How to Select a Tech Support Service

Having computer troubles? You're not alone. Unresolved tech issues are a sure way to slow your real estate business down. After all, not having access to crucial systems and information makes it hard to service clients and keep up in a competitive market.

DIY types may be able to fix their printer, wi-fi, or other problems via information gleaned from a Google search. Those less tech savvy--or those unable to invest time and energy in figuring it out themselves--should have a tech support solution available on speed dial. These solutions are often offered free to agents as a benefit from your MLS, association, or brokerage. (If not, you can always purchase them independently.) They can include various types of support from phone to live chat and beyond. Some may offer troubleshooting on computer hardware, software, and even popular real estate programs.

Questions to Ask

If you're in the market for a tech support solution, there are questions you can ask to evaluate which option is right for you, like:

• What software and hardware products does the vendor provide support for?
• What are call center hours? Are they convenient for your agents?
• Does the vendor offer an immediate response or is it a call-back service?
• What's the vendor's average hold time?
• Does the vendor track satisfaction on each call? If so, what is their overall satisfaction rating?
• Does the vendor offer additional methods of support, like live chat, email, or remote technician log-in?